InMoment XI

OCTOBER 17, 2023

As a customer experience (CX) professional, you’ve experienced the thrill of starting and growing the program in many forms whether it be: the beginning stage, getting those quick wins, and growing a reputation of excellence across your company. But then there’s the dreaded plateau. This can happen after you’ve been steadily gaining momentum, then all of a sudden, it seems as if your initiatives are no longer moving the needle.

Customer Experience 493

Customer Experience Net Promoter Score Tips Effort Score 493

Lumoa

OCTOBER 15, 2023

How often should you collect customer feedback? There is more and more discussion about this question, especially now living in an era where customer feedback is louder than ever. The frequency and timing of companies asking for customer feedback can be somewhat unclear, largely due to the diverse practices across different businesses and industries.

Feedback 208

Feedback Hospitality Analytics Touchpoint 208

ShepHyken

OCTOBER 17, 2023

“Curiosity killed the cat.” According to Wikipedia , this saying first appeared in a 1598 play, Every Man in His Humour , by English playwright Ben Johnson. The following year, Shakespeare used a similar quote in Much Ado About Nothing. The intent behind this saying is “to warn of the dangers of unnecessary investigation. …” In other words, be careful pushing for more information.

Customer Service Training 142

Customer Service Training Customer Service Interaction Customer relationships 142

InMoment XI

OCTOBER 18, 2023

After a successful XI Forum Europe featuring 9 EMEA customer experience experts , 200+ engaged delegates, 8 insightful workshops, and plenty of networking, it’s safe to say that the event was a hit! The forum provided a platform for award-winning CX speakers from some of Europe’s most prominent brands, including Foot Locker , Vue Cinemas, Quilter, MediaMarktSaturn, NPSx by Bain & Company , and Forrester.

Customer Experience 260

Customer Experience ROI Return on Investment Financial 260

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Beyond Philosophy

OCTOBER 19, 2023

I want to let you into a little secret. I’ve learned to ask customers a question over the years. Ready to know what it is? Has anything changed since the last time I spoke to you? This question is a good one. Customers change their minds on many occasions. If you think they are still where they were two weeks ago, when you last spoke, you might be surprised that things have changed.

Customer Change 88

Customer Change Customer Journeys System Groups 88

Experience Investigators by 360Connext

OCTOBER 17, 2023

”Are there differences in how to approach member experience versus customer experience?” Are you ready to define what customer experience success means for a nonprofit organization, association, or even a professional development organization? In this enlightening episode, Jeannie Walters places a spotlight on customer experience (CX) in member-based organizations and shows how you can use best practices and tools from the CX toolkit.

Customer Experience 143

Customer Experience Customers Resources Tools 143

Blake Morgan

OCTOBER 17, 2023

                          On this episode of the Modern Customer Podcast, I spoke with Kelly McDonald about meeting customer expectations. Kelly is a speaker and author of several books, including her latest title, It’s Time to Talk about Race at Work , a guide for leaders to improve diversity and inclusion in the workplace.

Customer Experience 52

Customer Experience Call Center Loyalty Groups 52

InMoment XI

OCTOBER 19, 2023

In a world where customer service and support are crucial to business success, the importance of an efficient and effective contact center cannot be overstated. As businesses strive to meet the diverse needs of their customers, a contact center serves as a single point of contact that can handle customer feedback from a variety of sources, and create an omnichannel customer experience.

Contact Center 364

Contact Center Customer Service Omni-Channel Call Center Solutions 364

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. This article delves deep into the world of customer service automation software, exploring its key benefits, essential features, and the best customer service automation software for your business needs.

Software 190

Software Chatbots Customer Service Knowledge Base 190

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

IntouchInsight

OCTOBER 18, 2023

With the first day of fall behind us, sweaters are coming out of closets and the smell of pumpkin spice is filling the air. So grab your favorite warm beverage and catch up on some of the latest bite-size data from Intouch Insight’s consumer Flash Points.

Trends 334

Trends Consumers Data Report 334

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. The one thing they all have in common? A desire to focus on listening to customers, doing right by them, and getting their organizations on board with the many, many benefits of a strategic customer experience

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

BlueOcean

OCTOBER 17, 2023

The first mainstream mention of ESG as a concept came from the United Nations in 2004 in their report titled “ Who Cares Wins.” The report urged stakeholders to consider environmental, social, and governance factors in their financial processes and investments. Simultaneously, worldwide attention on issues of sustainability and diversity began to take off and haven’t faded yet.

How To 177

How To Government Guidelines Effort Score 177

Bill Quiseng

OCTOBER 18, 2023

QUI TAKEAWAY: If you advertise “Satisfaction Guaranteed”, what would you do differently? Do more. Do better. Do it now. When it comes to your customers and customer service, don’t just be good. Be GREAT out there! You are happy because customers were satisfied with their purchase of your product or a resolution with your service. But that’s not good enough.

Advertising 158

Advertising Customer Care Customer Service Customer Experience 158

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

IntouchInsight

OCTOBER 18, 2023

At Intouch Insight, we are always looking for new ways to save our customers time. This month, we have added three new checklist templates to the IntouchCheck™ template library.

Customers 156

Customers 156

Alida

OCTOBER 19, 2023

Learn how the best performing UX teams are analyzing quantitative and qualitative data to create digital experiences that reduce user effort, increase product adoption, and drive revenue.

User Experience 130

User Experience Trends Data 130

BirdEye

OCTOBER 19, 2023

Google ads are a top lead generation channel for local businesses. Implementing Google Seller Ratings (GSR) is a simple yet highly effective way to increase ad relevance and clickthrough rates. This blog details the panel discussion, “Reviews to Revenue: How to Boost Google Ad Performance by 17%” from Birdeye View 2023. The discussion features Abhishek Iyer, Senior Product Marketing Manager from Birdeye, and Brian Torres, Digital Marketing Manager at Firstmark Credit Union.

How To 109

How To ROI Multi-Channel Advertising 109

2020 Research

OCTOBER 18, 2023

During Sago’s recent webinar, “ Harnessing AI in Research: A Roadmap to the Future ,” Raj Manocha, Chief Client Officer of Sago, delved into the current state of AI in market research and how to leverage its capabilities to enhance insights and drive forward-thinking strategies. During the webinar, we had a lively Q&A session with our audience, but unfortunately, we ran out of time before we could answer all the questions.

Marketing 108

Marketing Healthcare Analysis Case Study 108

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Totango

OCTOBER 18, 2023

It’s that time! G2, the software industry’s largest and most trusted marketplace, unveiled its 2023 fall report, and Totango earned a staggering 49 badges, including 31 category leader badges. “Leader” in the Grid® Report for Customer Success Software and “Leader” in Grid® Report for Customer Data Platform are two of our favorites and clearly demonstrate our commitment to driving customer business results.

Customer Journeys 103

Customer Journeys Software Report Customer Success 103

Alida

OCTOBER 17, 2023

Explore case studies demonstrating how media organizations and retail industries have found insight communities a cost efficient alternative to external research.

Case Study 130

Case Study Retail Study Industry 130

BirdEye

OCTOBER 18, 2023

In a rapidly evolving digital landscape, local businesses face a pressing question: How can they stay relevant and meet escalating customer expectations? The answer, as revealed at the recent Birdeye View digital conference, lies in the revolutionary potential of Artificial Intelligence (AI). As consumer behavior and expectations evolve, AI emerges not just as a tool but as an indispensable ally for businesses aiming to thrive.

Self Service 109

Self Service Chatbots Customer Expectations Consumers 109

MyCustomer

OCTOBER 19, 2023

Podcast: The power of customer-centricity Sabine Groven Tuesday, October 24, 2023 - 07:29 Customer centricity The power of customer-centricity In the latest episode of MYC'D UP with CX Leaders, we had the pleasure of speaking with Ilenia Vidili, a customer-centricity advisor, keynote speaker, and author of 'Journey to Centricity'.

Customer Centricity 108

Customer Centricity Loyalty Customers 108

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

AWS Machine Learning

OCTOBER 19, 2023

Companies increasingly rely on user-generated images and videos for engagement. From ecommerce platforms encouraging customers to share product images to social media companies promoting user-generated videos and images, using user content for engagement is a powerful strategy. However, it can be challenging to ensure that this user-generated content is consistent with your policies and fosters a safe online community for your users.

Training 108

Training Data Social Media Ecommerce 108

2020 Research

OCTOBER 18, 2023

Introducing our Electric Vehicle Panel—your ultimate resource for navigating the shifting landscape of consumer automotive trends! Gain unparalleled access to the in-depth profiles of thousands of Americans, filled with invaluable insights into their thoughts, actions, and desires when it comes to electric vehicles. Stay ahead of the game and make informed decisions with the power of our diverse panel at your fingertips.

Automotive 105

Automotive Trends Resources Consumers 105

BirdEye

OCTOBER 16, 2023

Beauty industry entrepreneur, Elizabeth Arden, once said, “Reputation makes customers.” Ms. Arden could not have imagined the challenges of managing a business’s online reputation. In fact, your business’s local search engine optimization (SEO) reputation signals search engines about your brand. The better the optimization, the higher you’re likely to be found in Google’s local pack results. 81% of consumers search online before physically going into a store.

Strategy 108

Strategy Management Brands Video 108

Adrian Swinscoe

OCTOBER 16, 2023

Whenever we are presented with a question that we don’t have the answer to or a situation that is unfamiliar to us, we seek help. Historically, […] The post The stakes are set to get higher in onsite search experience first appeared on Adrian Swinscoe.

98

98

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

AWS Machine Learning

OCTOBER 18, 2023

Purina US, a subsidiary of Nestle, has a long history of enabling people to more easily adopt pets through Petfinder , a digital marketplace of over 11,000 animal shelters and rescue groups across the US, Canada, and Mexico. As the leading pet adoption platform, Petfinder has helped millions of pets find their forever homes. Purina consistently seeks ways to make the Petfinder platform even better for both shelters and rescue groups and pet adopters.

Training 94

Training Metrics Data Consulting 94

COPC

OCTOBER 16, 2023

During the Execs in the Know Customer Response Summit in Nashville, we reviewed the generational differences in the current frontline workforce, supported by current research conducted by COPC Inc. Senior CX leaders provided valuable input and experiences in this interactive session. We share some of the key highlights from these insightful discussions below.

Leadership 94

Leadership Transportation Culture Contact Center 94

ShepHyken

OCTOBER 16, 2023

Top Takeaways: Building a solid customer experience foundation is essential for all businesses, regardless of their industry or target audience. Andrew shares the four key steps to deliver experiences that lead to customer satisfaction, repeat business, and retention. Get your CX house in order. Break down internal barriers, whether they are human or digital, that hinder the success of customer experience initiatives.

Customer Experience 87

Customer Experience B2C Government B2B 87